{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,8,5]],"date-time":"2026-08-05T01:13:00Z","timestamp":1785892380259,"version":"3.56.0"},"reference-count":58,"publisher":"Emerald","issue":"2","license":[{"start":{"date-parts":[[2021,5,4]],"date-time":"2021-05-04T00:00:00Z","timestamp":1620086400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["JEIM"],"published-print":{"date-parts":[[2022,3,8]]},"abstract":"Purpose<\/jats:title>This study aims at identifying critical success factors of a sustainable mobile banking application using text mining approach.<\/jats:p><\/jats:sec>Design\/methodology\/approach<\/jats:title>A total of 6,073 consumer reviews relating to a mobile banking application were collected and analyzed to meet the study objective. Latent Semantic Analysis (LSA) was done to identify the critical success factors of a sustainable mobile banking application.<\/jats:p><\/jats:sec>Findings<\/jats:title>The results indicated that privacy and security, navigation, customer support, convenience and efficiency are the key factors.<\/jats:p><\/jats:sec>Research limitations\/implications<\/jats:title>The study findings enrich the mobile banking and sustainable service delivery channel literature.<\/jats:p><\/jats:sec>Practical implications<\/jats:title>The results are expected to benefit the bankers in delivering effective banking services through a mobile banking application.<\/jats:p><\/jats:sec>Originality\/value<\/jats:title>Studies in the sustainability are few yet promising particularly the ones that use rigorous statistics suitable on thousands of data points to accomplish the study objectives.<\/jats:p><\/jats:sec>","DOI":"10.1108\/jeim-10-2020-0426","type":"journal-article","created":{"date-parts":[[2021,5,6]],"date-time":"2021-05-06T03:31:33Z","timestamp":1620271893000},"page":"414-428","source":"Crossref","is-referenced-by-count":55,"title":["Sustainable mobile banking application: a text mining approach to explore critical success factors"],"prefix":"10.1108","volume":"35","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-9750-0380","authenticated-orcid":false,"given":"Amit","family":"Shankar","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Aviral Kumar","family":"Tiwari","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-9671-1605","authenticated-orcid":false,"given":"Manish","family":"Gupta","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","published-online":{"date-parts":[[2021,5,4]]},"reference":[{"key":"key2022092111184352800_ref001","doi-asserted-by":"crossref","first-page":"331","DOI":"10.1016\/j.jretconser.2019.06.014","article-title":"Revealing customers' satisfaction and preferences through online review analysis: the case of Canary Islands hotels","volume":"51","year":"2019","journal-title":"Journal of Retailing and Consumer Services"},{"key":"key2022092111184352800_ref002","doi-asserted-by":"publisher","DOI":"10.1007\/s10796-018-9892-1","article-title":"Self-reported and computer-recorded experience in mobile banking: a multi-phase path analytic approach","volume":"1","year":"2019","journal-title":"Information Systems Frontiers"},{"key":"key2022092111184352800_ref003","unstructured":"Applause (2017), \u201c61% of people access mobile banking ON a regular basis\u201d, available at: https:\/\/www.applause.com\/blog\/mobile-banking-adoption-rates\/."},{"issue":"7","key":"key2022092111184352800_ref004","doi-asserted-by":"crossref","first-page":"1068","DOI":"10.1108\/IJBM-10-2015-0150","article-title":"Mobile banking service quality and customer relationships","volume":"35","year":"2017","journal-title":"International Journal of Bank Marketing"},{"key":"key2022092111184352800_ref005","doi-asserted-by":"crossref","first-page":"101231","DOI":"10.1016\/j.techsoc.2020.101231","article-title":"Barriers in adoption of internet banking: a structural equation modeling-Neural network approach","volume":"61","year":"2020","journal-title":"Technology in Society"},{"key":"key2022092111184352800_ref006","article-title":"Toward a contagion-based model of mobile banking adoption","year":"2019","journal-title":"International Journal of Bank Marketing"},{"key":"key2022092111184352800_ref201","first-page":"219","article-title":"Design aesthetics as drivers of value in mobile banking: does customer happiness matter?","volume":"38","year":"2020","journal-title":"International Journal of Bank Marketing"},{"key":"key2022092111184352800_ref007","doi-asserted-by":"crossref","first-page":"14","DOI":"10.1016\/j.dss.2019.02.008","article-title":"Explaining customer ratings and recommendations by combining qualitative and quantitative user generated contents","volume":"119","year":"2019","journal-title":"Decision Support Systems"},{"key":"key2022092111184352800_ref008","doi-asserted-by":"crossref","first-page":"102356","DOI":"10.1016\/j.ijhm.2019.102356","article-title":"Drivers of helpfulness of online hotel reviews: a sentiment and emotion mining approach","volume":"85","year":"2020","journal-title":"International Journal of Hospitality Management"},{"issue":"3","key":"key2022092111184352800_ref023","doi-asserted-by":"crossref","first-page":"345","DOI":"10.1509\/jmkr.43.3.345","article-title":"The effect of word of mouth on sales: online book reviews","volume":"43","year":"2006","journal-title":"Journal of Marketing Research"},{"key":"key2022092111184352800_ref009","unstructured":"Deloitte (2019), \u201cThe value of online banking channels in a mobile-centric world\u201d, available at: https:\/\/www2.deloitte.com\/us\/en\/insights\/industry\/financial-services\/online -banking-usage-in-mobile-centric-world.html."},{"issue":"2","key":"key2022092111184352800_ref010","doi-asserted-by":"crossref","first-page":"233","DOI":"10.1016\/j.jretai.2008.04.005","article-title":"The dynamics of online word-of-mouth and product sales\u2014an empirical investigation of the movie industry","volume":"84","year":"2008","journal-title":"Journal of Retailing"},{"issue":"1","key":"key2022092111184352800_ref011","first-page":"57","article-title":"Citing Taylor: tracing Taylorism's technical and sociotechnical duality through latent semantic analysis","volume":"17","year":"2011","journal-title":"Journal of Business and Management"},{"issue":"6","key":"key2022092111184352800_ref012","doi-asserted-by":"crossref","first-page":"1015","DOI":"10.1108\/JEIM-10-2018-0237","article-title":"Understanding the determinants of mobile banking continuance usage intention","volume":"32","year":"2019","journal-title":"Journal of Enterprise Information Management"},{"key":"key2022092111184352800_ref013","doi-asserted-by":"crossref","first-page":"106584","DOI":"10.1016\/j.chb.2020.106584","article-title":"Examining the role of consumer satisfaction within mobile eco-systems: evidence from mobile banking services","volume":"114","year":"2021","journal-title":"Computers in Human Behavior"},{"key":"key2022092111184352800_ref014","doi-asserted-by":"crossref","first-page":"467","DOI":"10.1016\/j.tourman.2016.09.009","article-title":"Mining meaning from online ratings and reviews: tourist satisfaction analysis using latent dirichlet allocation","volume":"59","year":"2017","journal-title":"Tourism Management"},{"issue":"4","key":"key2022092111184352800_ref015","doi-asserted-by":"crossref","first-page":"733","DOI":"10.1108\/IJBM-11-2016-0162","article-title":"Consumer adoption of m-banking: a behavioral reasoning theory perspective","volume":"35","year":"2017","journal-title":"International Journal of Bank Marketing"},{"key":"key2022092111184352800_ref016","doi-asserted-by":"crossref","first-page":"101312","DOI":"10.1016\/j.tele.2019.101312","article-title":"Does country culture influence consumers' perceptions toward mobile banking? A comparison between Egypt and the United States","volume":"46","year":"2020","journal-title":"Telematics and Informatics"},{"key":"key2022092111184352800_ref017","doi-asserted-by":"crossref","first-page":"101360","DOI":"10.1016\/j.techsoc.2020.101360","article-title":"Factors affecting the behavioral intention to adopt mobile banking: an international comparison","volume":"63","year":"2020","journal-title":"Technology in Society"},{"issue":"6","key":"key2022092111184352800_ref018","doi-asserted-by":"crossref","first-page":"37","DOI":"10.1509\/jm.11.0011","article-title":"The effects of positive and negative online customer reviews: do brand strength and category maturity matter?","volume":"77","year":"2013","journal-title":"Journal of Marketing"},{"issue":"1","key":"key2022092111184352800_ref019","doi-asserted-by":"crossref","first-page":"122","DOI":"10.1016\/j.dss.2012.04.010","article-title":"Three decades of research on consumer adoption and utilization of electronic banking channels: a literature analysis","volume":"54","year":"2012","journal-title":"Decision Support Systems"},{"key":"key2022092111184352800_ref020","first-page":"145","article-title":"On the use of the singular value decomposition for text retrieval","volume":"5","year":"2001","journal-title":"Computational information retrieval"},{"issue":"2","key":"key2022092111184352800_ref021","doi-asserted-by":"crossref","first-page":"117","DOI":"10.1080\/0965254X.2019.1637923","article-title":"An experimental based investigation into the effects of website interactivity on customer behavior in on-line purchase context","volume":"29","year":"2021","journal-title":"Journal of Strategic Marketing"},{"key":"key2022092111184352800_ref022","first-page":"102323","article-title":"Impact of online convenience on mobile banking adoption intention: a moderated mediation approach","volume":"58","year":"2020","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"3","key":"key2022092111184352800_ref024","doi-asserted-by":"crossref","first-page":"307","DOI":"10.1108\/IJBM-01-2015-0015","article-title":"Examining the key dimensions of mobile banking service quality: an exploratory study","volume":"34","year":"2016","journal-title":"International Journal of Bank Marketing"},{"key":"key2022092111184352800_ref025","doi-asserted-by":"crossref","first-page":"113074","DOI":"10.1016\/j.dss.2019.113074","article-title":"Mining the voice of employees: a text mining approach to identifying and analyzing job satisfaction factors from online employee reviews","volume":"123","year":"2019","journal-title":"Decision Support Systems"},{"key":"key2022092111184352800_ref202","article-title":"Determining factors and impacts of the intention to adopt mobile banking app in Cameroon: Case of SARA by Afriland First Bank","volume":"61","year":"2021","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"6","key":"key2022092111184352800_ref026","doi-asserted-by":"crossref","first-page":"788","DOI":"10.1108\/14637150710834550","article-title":"Internet vs mobile banking: comparing customer value perceptions","volume":"13","year":"2007","journal-title":"Business Process Management Journal"},{"issue":"7","key":"key2022092111184352800_ref027","doi-asserted-by":"crossref","first-page":"2432","DOI":"10.1016\/j.jbusres.2016.01.013","article-title":"Consumer adoption versus rejection decisions in seemingly similar service innovations: the case of the Internet and mobile banking","volume":"69","year":"2016","journal-title":"Journal of Business Research"},{"key":"key2022092111184352800_ref028","article-title":"Automatic construction of conjoint attributes and levels from online customer reviews","year":"2006"},{"key":"key2022092111184352800_ref203","article-title":"Using text mining to measure mobile banking service quality","year":"2021","journal-title":"Industrial Management and Data Systems"},{"key":"key2022092111184352800_ref029","doi-asserted-by":"crossref","first-page":"453","DOI":"10.1016\/j.chb.2015.08.039","article-title":"An empirical study on trust in mobile banking: a developing country perspective","volume":"54","year":"2016","journal-title":"Computers in Human Behavior"},{"issue":"1","key":"key2022092111184352800_ref030","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1016\/j.ijinfomgt.2013.06.002","article-title":"Understanding the Internet banking adoption: a unified theory of acceptance and use of technology and perceived risk application","volume":"34","year":"2014","journal-title":"International Journal of Information Management"},{"key":"key2022092111184352800_ref031","article-title":"An empirical examination of the moderating role of age and gender in consumer mobile banking use: a cross-national, quantitative study","year":"2020","journal-title":"Journal of Enterprise Information Management"},{"issue":"7","key":"key2022092111184352800_ref032","doi-asserted-by":"crossref","first-page":"1154","DOI":"10.1108\/IJBM-09-2015-0145","article-title":"Bank adoption of mobile banking: stakeholder perspective","volume":"35","year":"2017","journal-title":"International Journal of Bank Marketing"},{"key":"key2022092111184352800_ref204","doi-asserted-by":"crossref","first-page":"25","DOI":"10.1016\/j.sjme.2016.12.001","article-title":"Determinants of intention to use the mobile banking apps: an extension of the classic TAM model","volume":"21","year":"2017","journal-title":"Spanish Journal of Marketing-ESIC"},{"issue":"3","key":"key2022092111184352800_ref033","doi-asserted-by":"crossref","first-page":"521","DOI":"10.1287\/mksc.1120.0713","article-title":"Mine your own business: market-structure surveillance through text mining","volume":"31","year":"2012","journal-title":"Marketing Science"},{"issue":"1","key":"key2022092111184352800_ref205","first-page":"99","article-title":"How to boost your app store rating? An empirical assessment of ratings for mobile banking apps","volume":"15","year":"2020","journal-title":"Journal of Theoretical and Applied Electronic Commerce Research"},{"issue":"3","key":"key2022092111184352800_ref034","doi-asserted-by":"crossref","first-page":"213","DOI":"10.1177\/1094670504271156","article-title":"ES-QUAL: a multiple-item scale for assessing electronic service quality","volume":"7","year":"2005","journal-title":"Journal of Service Research"},{"issue":"1","key":"key2022092111184352800_ref206","first-page":"242","article-title":"Drivers of continuance intention with mobile banking apps","volume":"38","year":"2020","journal-title":"International Journal of Bank Marketing"},{"issue":"7","key":"key2022092111184352800_ref207","doi-asserted-by":"crossref","first-page":"1133","DOI":"10.1108\/IJBM-09-2015-0146","article-title":"Apps for mobile banking and customer satisfaction: a cross-cultural study","volume":"35","year":"2017","journal-title":"International Journal of Bank Marketing"},{"issue":"3","key":"key2022092111184352800_ref035","first-page":"S72","article-title":"Factors affecting mobile payment adoption intention: an Indian perspective","volume":"19","year":"2018","journal-title":"Global Business Review"},{"key":"key2022092111184352800_ref036","first-page":"102306","article-title":"Factors affecting luxury consumers' webrooming intention: a moderated-mediation approach","volume":"58","year":"2020","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"5","key":"key2022092111184352800_ref037","doi-asserted-by":"crossref","first-page":"1119","DOI":"10.1108\/IJBM-03-2018-0063","article-title":"The influence of e-banking service quality on customer loyalty: a moderated mediation approach","volume":"37","year":"2019","journal-title":"International Journal of Bank Marketing"},{"issue":"1","key":"key2022092111184352800_ref038","first-page":"1","article-title":"Factors affecting mobile banking adoption behavior in India","volume":"21","year":"2016","journal-title":"Journal of Internet Banking and Commerce"},{"key":"key2022092111184352800_ref039","article-title":"Convenience matter in mobile banking adoption intention?","year":"2020","journal-title":"Australasian Marketing Journal"},{"issue":"3","key":"key2022092111184352800_ref040","doi-asserted-by":"crossref","first-page":"224","DOI":"10.1080\/15332969.2019.1630176","article-title":"Are the generic scales enough to measure service quality of mobile banking? A comparative analysis of generic service quality measurement scales to mobile banking context","volume":"40","year":"2019","journal-title":"Services Marketing Quarterly"},{"key":"key2022092111184352800_ref041","doi-asserted-by":"crossref","first-page":"101920","DOI":"10.1016\/j.jretconser.2019.101920","article-title":"How do electronic word of mouth practices contribute to mobile banking adoption?","volume":"52","year":"2020","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"2","key":"key2022092111184352800_ref042","doi-asserted-by":"crossref","first-page":"182","DOI":"10.1080\/15332969.2020.1742982","article-title":"Exploring mobile banking service quality: a qualitative approach","volume":"41","year":"2020","journal-title":"Services Marketing Quarterly"},{"key":"key2022092111184352800_ref043","doi-asserted-by":"crossref","first-page":"65","DOI":"10.1016\/j.ijinfomgt.2018.09.013","article-title":"Examining the role of trust and quality dimensions in the actual usage of mobile banking services: an empirical investigation","volume":"44","year":"2019","journal-title":"International Journal of Information Management"},{"key":"key2022092111184352800_ref044","doi-asserted-by":"crossref","first-page":"233","DOI":"10.1016\/j.chb.2016.03.016","article-title":"Understanding the impact of m-banking on individual performance: DeLone and McLean and TTF perspective","volume":"61","year":"2016","journal-title":"Computers in Human Behavior"},{"issue":"4","key":"key2022092111184352800_ref045","doi-asserted-by":"crossref","first-page":"463","DOI":"10.1509\/jmr.12.0106","article-title":"Mining marketing meaning from online chatter: strategic brand analysis of big data using latent dirichlet allocation","volume":"51","year":"2014","journal-title":"Journal of Marketing Research"},{"key":"key2022092111184352800_ref208","article-title":"South African millennials\u2019 acceptance and use of retail mobile banking apps: an integrated perspective","volume":"111","year":"2020","journal-title":"Computers in Human Behavior"},{"key":"key2022092111184352800_ref046","doi-asserted-by":"crossref","first-page":"117","DOI":"10.1016\/j.eswa.2016.03.028","article-title":"Classification of sentiment reviews using n-gram machine learning approach","volume":"57","year":"2016","journal-title":"Expert Systems with Applications"},{"issue":"11","key":"key2022092111184352800_ref209","doi-asserted-by":"crossref","first-page":"5456","DOI":"10.1016\/j.jbusres.2016.04.155","article-title":"Enablers and restrictors of mobile banking app use: a fuzzy set qualitative comparative analysis (fsQCA)","volume":"69","year":"2016","journal-title":"Journal of Business Research"},{"key":"key2022092111184352800_ref047","doi-asserted-by":"crossref","first-page":"106555","DOI":"10.1016\/j.buildenv.2019.106555","article-title":"Listen to the guests: text-mining Airbnb reviews to explore indoor environmental quality","volume":"169","year":"2020","journal-title":"Building and Environment"},{"key":"key2022092111184352800_ref048","doi-asserted-by":"crossref","first-page":"120","DOI":"10.1016\/j.ijhm.2014.10.013","article-title":"What can big data and text analytics tell us about hotel guest experience and satisfaction?","volume":"44","year":"2015","journal-title":"International Journal of Hospitality Management"},{"issue":"4","key":"key2022092111184352800_ref049","doi-asserted-by":"crossref","first-page":"1518","DOI":"10.1016\/j.chb.2012.03.021","article-title":"Understanding users' initial trust in mobile banking: an elaboration likelihood perspective","volume":"28","year":"2012","journal-title":"Computers in Human Behavior"}],"container-title":["Journal of Enterprise Information Management"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/JEIM-10-2020-0426\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/JEIM-10-2020-0426\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T22:32:16Z","timestamp":1753396336000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/jeim\/article\/35\/2\/414-428\/434633"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2021,5,4]]},"references-count":58,"journal-issue":{"issue":"2","published-online":{"date-parts":[[2021,5,4]]},"published-print":{"date-parts":[[2022,3,8]]}},"alternative-id":["10.1108\/JEIM-10-2020-0426"],"URL":"https:\/\/doi.org\/10.1108\/jeim-10-2020-0426","relation":{},"ISSN":["1741-0398"],"issn-type":[{"value":"1741-0398","type":"print"}],"subject":[],"published":{"date-parts":[[2021,5,4]]}}}